Automate forwarding tickets externally

As long as the external email is a requestor in your system you should be able to forward email.

We do the same thing, once we determine an issue is something our external MSP is responsible for we setup an execute scenario to send an email with the details.

In other workflow’s we do the same to just send the email to them.

They have no access to our ticket system so it is treating them like any other requestor.

You just have to be careful of a ticket loop, where you get ticket, you send to them, it creates a ticket on their end which responds to your ticket and then your ticket responds to their ticket and it creates a loop.

The “Send Email To” Action lets you input whichever email address you’d like, so I guess that’s what you’re looking for?

Hi Nicholas, 

You can create an event based flow like this:

The condition is optional if you want to filter out emails from a certain domain for example. The action is: Send email to. You can then use placeholders to insert ticket subject and body. 

Hi, you can try creating a workflow to achieve this.

Event node → Ticket is raised

Condition node → Ticket fields. Subject is not empty

Action node → Select Send email to. From field (leave it blank). To field (to external email address). Under Subject insert the ticket subject and ticket ID (for tracking) placeholder, and in body you can add the ticket description placeholder.

This will automatically send all the ticket details to the required email address. I